Why are we implementing multi-factor authentication?

Cyber-attacks have increased enough to make headlines on an almost daily basis. Cyber-criminals are compromising userID and password combinations using phishing attacks that trick even the savviest of email users. Compromised passwords have accounted for over 80% of data breaches in the past few years. Computers don’t know when a password has been compromised, it just grants access to whoever enters it. An analysis of recent breaches shows that if there had been additional authentication factors, the breaches probably wouldn’t have happened.

The data contained within the MyChart patient portal (MyUnityPoint) is highly confidential information that deserves the best protections that can be offered. Therefore, UnityPoint Health is implementing multi-factor authentication to better protect the information contained within your MyUnityPoint account.

I have never been through an authentication process like this. How does it work?

Why doesn't the code you emailed me (or texted me) work?

The code is kind of like a combination that opens your access, but the combination only works for one lock. Each code only works one time on the same screen you requested it from. If you close the screen, the code you find on your phone or email will not work. Keep the screen open until you can enter the code.

What does this 'verification code’ look like?

Why didn't I recieve my code by text?

Do we have a correct mobile phone number on file? Please call your clinic or MyUnityPoint Support if you need to update your phone number.

If your phone number is correct, some cell phone companies require you to "opt in" to receive a text message from us. To opt in, send a text message with the word "START" to 70189. You will receive a reply that starts with "MyUnityPoint Alerts: Reply YES to join." Reply "YES". You will know you are able to receive our messages when you receive a message that starts with "MyUnityPoint Alerts: Welcome!"

Why do I need to do the verification step every time I log in?

If you change devices, browsers, or don’t check the box next to "Don't ask me again when using this browser", you will go through the identity verification process every time you log in. When you check this box, you will not be asked to prove your identity on this device/browser combination again, within the next 365 days.

I checked the box to remember my browser. Why did it ask me to verify my identity again?

When will I need to reverify my identity?

Once you have your identity verified the first time, you will need to reverify your identity in the following circumstances:
If you use a new device than was previously verified.
If you use a new browser or app than was previously verified.
After 365 days, you will be required to reverify your identity.
You will need to reverify any time you clear your browser's cache.

How do I open a two browser tabs at the same time?

Your computer is designed to have multiple windows open at once, but if you aren’t used to that, it can be confusing. If you hit the “Ctrl” button and the “T” key at the same time, it will open a new browser tab.

If I can't close the verification screen, how do I check my email for the code?

Your computer is designed to have multiple windows open at once, but if you aren’t used to that, it can be confusing. If you hit the “Ctrl” button and the “T” key at the same time, it will open a new browser tab.

Why do I get voice mail when calling the number listed for technical support?

We have service representatives working to get to your phone call. If you have not heard back in 24 hours, it may mean we have a very large volume of calls. Please know we will do our best to return your call or send an email.